Collision repair facility owners have to be increasingly creative to compete in a gutted market. Take what Barbara Morgan is doing at her shop in Palm Bay, Fla. Morgan, who bought the 30-year-old Nissen's CARSTAR Autobody Shop in January, has installed eight cameras that allow customers to keep tabs on repairs being done to their vehicles.
Now THAT's customer-focused thinking! The modern-day consumer is getting used to these things. Thanks to these cameras, parents today can see what their children are doing at day care centers. Also, anxious pet owners can monitor what Fido and Rex are doing at the kennel. For many consumers, their cars are also their babies, so being able to keep an eye on repairs at the local body shop gives them peace of mind and the confidence that the shop isn't trying to hide anything.
The shop is also planning to implement a management system that alerts customers via e-mail or voice mail as their cars go through each phase of the collision repair process.
Take note, everyone. This is the wave of the future. The shops that show this out-of-the-box, consumer-focused thinking and can best control costs, operate efficiently, deliver quality and service, and keep up with training will be the ones left standing.